{"id":1756,"date":"2015-07-29T17:33:00","date_gmt":"2015-07-29T17:33:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-07-29T17:33:00","modified_gmt":"2015-07-29T17:33:00","slug":"managed-properly-outsourcing-can-mean-new-incoming-profit","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/managed-properly-outsourcing-can-mean-new-incoming-profit\/","title":{"rendered":"Bien g\u00e9r\u00e9e, l'externalisation peut \u00eatre source de nouveaux b\u00e9n\u00e9fices"},"content":{"rendered":"

29 juillet 2015<\/p>\n

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<\/div>\n<\/div>\n

Un centre de contact, \u00e9galement appel\u00e9 centre d'interaction client, est un point central au sein d'une entreprise \u00e0 partir duquel tous les contacts avec la client\u00e8le peuvent \u00eatre g\u00e9r\u00e9s. Le centre de contact comprend g\u00e9n\u00e9ralement un ou plusieurs centres d'appels en ligne ; toutefois, il peut \u00e9galement inclure d'autres types de contact avec la client\u00e8le.<\/p>\n

Parmi les autres moyens de contact, on peut citer les newsletters par e-mail, les catalogues envoy\u00e9s par courrier postal, les demandes de renseignements sur le site web et les chats. Les informations proviennent \u00e9galement des donn\u00e9es recueillies aupr\u00e8s des clients lors de leurs achats en magasin. Un centre de contact s'inscrit g\u00e9n\u00e9ralement dans le cadre de la gestion globale de la relation client (CRM) d'une entreprise.<\/p>\n

Une nouvelle \u00e9tude intitul\u00e9e \u201c Collapse of the Cost Center: Driving Contact Center Profitability \u201d (La fin du centre de co\u00fbts : comment am\u00e9liorer la rentabilit\u00e9 des centres de contact) a r\u00e9cemment \u00e9t\u00e9 publi\u00e9e. Elle est le fruit d\u2019une collaboration entre l\u2019International Customer Management Institute (ICMI) et Zendesk, une soci\u00e9t\u00e9 de d\u00e9veloppement de logiciels qui propose une plateforme de service client dans le cloud.<\/p>\n

Les informations contenues dans ce rapport sont issues d'une enqu\u00eate mondiale plus large intitul\u00e9e \u201c Moving from Cost to Profit Contact Center Research \u201d. L'ICMI et Zendesk ont interrog\u00e9 416 personnes au printemps 2015 afin d'identifier les d\u00e9fis auxquels sont confront\u00e9s les centres de contact dans leurs efforts pour faire \u00e9voluer leur image de \u00ab centres de co\u00fbts \u00bb vers celle de \u00ab centres de profit \u00bb.<\/p>\n

M\u00eame si, au sein de l\u2019entreprise, les centres de contact sont parfois consid\u00e9r\u00e9s comme un mal n\u00e9cessaire, c\u2019est pourtant ce service qui est en contact direct avec les clients pour leur apporter un soutien. Qu\u2019il s\u2019agisse d\u2019envoyer des e-mails pour rappeler ou informer les clients de certaines offres, ou de r\u00e9pondre \u00e0 leurs appels, le centre de contact joue un r\u00f4le essentiel dans l\u2019exp\u00e9rience client.<\/p>\n

Le rapport r\u00e9v\u00e8le que la plupart des entreprises consid\u00e8rent le centre de contact davantage comme un centre de co\u00fbts, sans vraiment comprendre le r\u00f4le qu'il joue. Cela s'explique en partie par le fait qu'environ 73 % des centres de contact ne mesurent pas et ne communiquent pas efficacement leur niveau de service.<\/p>\n

En substance, l'impact du centre de contact contribue grandement \u00e0 offrir cette bonne exp\u00e9rience client. Alors que, dans la plupart des cas, c'est ce qui incite un client \u00e0 rester fid\u00e8le \u00e0 une entreprise, malheureusement pour les centres, la direction de l'entreprise n'en a pas conscience.<\/p>\n

Justin Robbins, analyste senior chez ICMI, a d\u00e9clar\u00e9 : \u201c Les centres de contact fournissent des services essentiels et in\u00e9gal\u00e9s aux entreprises, mais leur importance est sous-estim\u00e9e en raison du manque de visibilit\u00e9 de leurs contributions \u00e0 plus grande \u00e9chelle. Les entreprises doivent mettre au jour les opportunit\u00e9s cach\u00e9es au sein de leurs activit\u00e9s et prendre les mesures n\u00e9cessaires pour mettre en \u00e9vidence leur valeur. \u201d<\/p>\n

L'un des points abord\u00e9s par le rapport concerne le respect des horaires. En poussant un charg\u00e9 de centre de contact \u00e0 s'assurer qu'au moins 90 % de son temps est pleinement utilis\u00e9, de telles mesures pourraient rapidement conduire cette personne au burn-out. C'est le type d'employ\u00e9 qui n'offrira pas la meilleure exp\u00e9rience client. Nous avons tous d\u00e9j\u00e0 entendu des expressions telles que \u201c Un employ\u00e9 heureux est un bon employ\u00e9 \u201d. C\u2019est pr\u00e9cis\u00e9ment cela qui permet d\u2019offrir une bonne exp\u00e9rience client, ce qui se traduit par des b\u00e9n\u00e9fices pour l\u2019entreprise.<\/p>","protected":false},"excerpt":{"rendered":"

July 29, 2015 A contact center, which has also been referred to as a customer interaction center, is a central point in an enterprise from which all customer contacts can be managed. The contact center typically includes one or more online call centers; however they may also include other types of customer contact. Additional methods of contact […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1756","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1756","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/comments?post=1756"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1756\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media?parent=1756"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1756"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1756"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}